Customer making contact after 6 months
Hi Everybody,
I have a French customer who wrote in stating that a fishing rod they bought over 6 months ago has broken.
They state they used it 5 times and the rod wasn’t under undue stress,stores it carefully etc…
The customer is not making any demands as yet, only making contact.
Any thoughts on how to proceed.
Many Thanks
Customer making contact after 6 months
Hi Everybody,
I have a French customer who wrote in stating that a fishing rod they bought over 6 months ago has broken.
They state they used it 5 times and the rod wasn’t under undue stress,stores it carefully etc…
The customer is not making any demands as yet, only making contact.
Any thoughts on how to proceed.
Many Thanks
4 replies
Seller_amUAzjvL5uIzu
As an Angler myself I would expect you to replace it.Happened to me last year top section snapped clean in half,Garbolino sent me a new top section via the seller.That said you have no idea how the buyer used it but I think you have to take their word for it.
Seller_EJIX7rqDNQJi2
If this was a FBA order, you should direct the customer to contact Amazon as all customer service is supposed to be handled by them and you are paying for it.
In case the order was fulfilled by you, then you are not required to accept any returns as the mandatory 30days period has already expired, unless you want to provide exceptional customer service and process it anyway.
Seller_hC0hNVDuILaKO
Do the rods have a manufacturers guarantee?
If so then maybe your manufacturer will do as Russ’s apparently did and replace the defective part.
